Definition
SMS automation refers to rule-based messaging that triggers text communications based on customer behavior, POS events, time intervals, or segmentation logic. In cannabis retail, automation must operate within 10DLC registration constraints, consent requirements, and carrier filtering standards.
This solution is built for licensed dispensaries that want to send compliant order alerts, loyalty updates, re-engagement messages, and operational notifications without manual intervention. It is most appropriate when automation logic is tied to real retail activity, not generic blast campaigns.
Blackleaf supports compliant automation infrastructure through SMS API, Smart Routing, and retail-specific workflows aligned with Compliance controls.
Quick Answer
SMS automation allows dispensaries to send pre-approved messages automatically when defined conditions are met. When properly registered and consent-backed, it increases operational efficiency and revenue while maintaining carrier trust.
Poorly designed automation that ignores campaign registration, content alignment, or opt-out monitoring can trigger filtering or throughput restrictions.
Key Takeaways
- Automation must align with your registered campaign use case.
- Consent capture determines message eligibility.
- Transactional triggers are safer than aggressive promotional flows.
- Frequency control reduces opt-out velocity.
- Carrier trust is influenced by complaint rate and error codes.
Step-by-Step Process
- Define your automation categories: transactional, loyalty, re-engagement, operational.
- Register the appropriate campaign type with The Campaign Registry.
- Map POS or CRM events to automation triggers.
- Implement opt-out logic and suppression lists.
- Separate transactional flows from promotional flows.
- Monitor performance and carrier feedback weekly.
For order-based triggers, review Order Alerts. For campaign-style sends, see Mass Texting.
Checklist
- Clear express consent language
- Campaign registration approval
- Use case alignment documentation
- STOP and HELP keyword support
- Frequency caps per contact
- Suppression for inactive or opted-out numbers
- Error code monitoring in Inbox
- Automated reporting review cadence
Comparison
| Automation Type | Pros | Cons | Best For |
|---|---|---|---|
| Transactional Only | Lower filtering risk, high relevance | Limited revenue expansion | Order confirmations and pickup alerts |
| Promotional Drip | Revenue growth potential | Higher opt-out risk | Loyalty and reactivation |
| Hybrid Segmented Automation | Balanced growth and compliance | Requires monitoring discipline | Mature dispensary operators |
Troubleshooting
| Symptom | Likely Cause | Fix |
|---|---|---|
| Delivery rate decline | Content mismatch with registered campaign | Review campaign disclosure and adjust templates |
| Opt-out spike after automation launch | Over-frequency or poor segmentation | Add frequency caps and refine triggers |
| Carrier throughput limits reached | Traffic surge from automated flow | Implement routing optimization via Smart Routing |
Common Mistakes
Many dispensaries automate too aggressively without segmenting based on recency or purchase history. Others combine transactional and promotional messaging in the same campaign, which can violate registration disclosures.
Another frequent issue is ignoring opt-out velocity trends. An automation that produces short-term revenue but increases unsubscribe rates above 2 percent per campaign may damage long-term deliverability.
Automation should complement loyalty strategy, not replace it. See Loyalty for segmentation frameworks.
Metrics That Matter
Automation performance should be evaluated across telecom compliance and retail revenue dimensions.
- Delivery rate by carrier
- Error code frequency
- Opt-out rate per 1,000 sends
- Revenue per automated trigger
- Repeat purchase lift after re-engagement flow
For a broader infrastructure overview, reference POS Texting.
FAQ
Question: Is SMS automation allowed for cannabis?
Answer: Yes, when consent is properly obtained and campaigns are registered under approved use cases.
Question: What triggers are safest?
Answer: Transactional triggers tied to orders or account updates carry lower filtering risk.
Question: Can I automate daily promotions?
Answer: High-frequency promotional automation increases complaint and opt-out risk.
Question: What happens if I exceed throughput limits?
Answer: Carriers may throttle or delay traffic.
Question: How do I monitor filtering?
Answer: Track carrier error codes and delivery reports in your messaging dashboard.
Question: Should transactional and promotional campaigns be separated?
Answer: Yes, separation improves transparency and deliverability stability.
Question: How important is consent documentation?
Answer: It is critical for dispute defense and carrier audits.
Question: What is a healthy opt-out rate?
Answer: It varies, but sustained spikes indicate segmentation or frequency issues.
Glossary
| Term | Meaning |
|---|---|
| Automation Trigger | A defined event that initiates a text message automatically. |
| 10DLC | Registered long code messaging channel for business SMS traffic. |
| Throughput | Number of messages permitted per second by carriers. |
| Opt-Out Velocity | Rate of unsubscribe responses following a campaign. |
Sources and Further Reading
CTIA Messaging Principles and Best Practices outlines industry messaging compliance standards.
The Campaign Registry details 10DLC brand and campaign registration requirements.
FCC Telemarketing and Robocalls Guidance provides federal consent and communication rules.
FTC Telemarketing Sales Rule Guidance explains federal marketing compliance obligations.